🔍 Overview
When attempting to purchase additional AI Premium Quota (10 points / $10), some customers encounter a payment error that blocks the transaction. The most common error message is Payment failed: requires_source_action. In some cases, the failure may appear as a silent banner with no clear error message. This article explains why this happens and the steps you can take to resolve it.
⚠️ What Causes This Error?
The requires_source_action error occurs when your bank or card issuer requires an additional authentication step before approving the payment. This is typically triggered by:
- 3D Secure (3DS) authentication — your bank requires you to verify the transaction via a popup, SMS code, or banking app.
- Card restrictions — your card may be blocked for online or international transactions.
- Outdated payment method — an expired card or incorrect billing details on file.
- Browser or popup blockers — the 3DS authentication popup may be blocked, causing a silent failure with no visible error.
🛠️ Steps to Resolve the Payment Failure
- Check for a bank authentication prompt. After clicking the top-up button, watch for a popup window or redirect from your bank asking you to verify the payment. Complete the verification if prompted.
- Disable your popup blocker. Open your browser settings and allow popups for the Search Atlas platform, then attempt the top-up again. Popup blockers can silently prevent the 3DS authentication window from appearing.
- Try a different browser. If you are using extensions or a browser with strict security settings, switch to a clean browser session (e.g., an incognito window in Chrome or Firefox) and retry.
- Update your payment method. Navigate to your billing settings inside Search Atlas and verify that your card details — including expiry date, CVV, and billing address — are correct and up to date. Remove and re-add the card if needed.
- Use an alternative card or payment method. If the issue persists with your current card, try a different credit or debit card. Contact your bank to confirm the original card is authorised for online purchases.
- Contact your bank. Ask your bank whether the transaction was declined on their end and request that they allow the charge from Search Atlas.
- Retry the top-up. Once you have completed the steps above, return to the AI Premium Quota section in your account and attempt the purchase again.
📍 Where to Find the AI Premium Quota Top-Up
To locate the top-up option inside Search Atlas:
- Log in to your Search Atlas account.
- Click your avatar in the top-right corner and go to Billing → Plans & Top-ups (Billing).
- In the Content section, find the AI Premium row.
- Click the top-up button to purchase additional quota (10 points / $10).
💡 Additional Tips
- If you see a success message but your quota has not increased, wait a few minutes and refresh your account dashboard. If it still has not updated, please reach out via the chat widget.
- If you experience a silent failure — no error message and no quota added — your browser's popup blocker is the most likely cause. Disabling it and retrying usually resolves this.
- Ensure your billing plan is active and your subscription renewal is current, as an inactive subscription may affect top-up eligibility.
🆘 Still Need Help?
If you have followed all the steps above and are still unable to complete your AI Premium Quota top-up, our team is ready to assist. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.